Time in status / SLA report for Jira Cloud

[Per-Åge Themte]

Hi,

I've been assigned a task to provide a proof-of-concept to move our issue tracking system to Jira. We are a fairly large company with 150 consultants/developers in-house working with 50-100 customer, all which have their own users in our system, making a total of 700-1000 active users.

We know now for a fact that the transition can be done and that Jira software will meet our expectations. However, the management team will need a set of reports to better follow-up on our customers, and of the major issue today is that we can't see how much time that has elapsed on a case on our side vs the customer side (not talking about time tracking here - just elapsed time in days)

I found some plugins on marketplace, but all of the good ones were only for jira server. Does anyone know of a solution that suits our needs.

I don't have a clear spec of what we need, but we should be able to indicate either;

- How much time elapsed in each status for one or multiple cases
- How much time elapsed for users in a group for one or multiple cases
- Other..?

The bottom line is that we need to know which party or step used the most time for a case or project, delaying the transition from start to end.

As a sidenote: With 700-1000 active users, but only ~10 using this report, do we really need to pay-per-user for an addon like this?

Thanks in advance for all help!

[Emre Toptancı _OBSS_]

n

Hello @Per-Åge Themte ,

Our team at OBSS created Timepiece - Time in Status for Jira app for this exact need. It is available for Jira Cloud, Server and Data Center.

Using Time in Status you can report how much time each issue spent on each status, each assignee or even each user group (useful for identifying bottlenecks in your process). The group reporting is particularly useful for your case since you can divide your users into two groups (users/customers) and see the total time issues spent assigned to members of these groups.

You can also see the number of times each status or transition was used (very useful for inspecting reopen counts). Finally you can also create reports on the dates of each issue status transition.

You can produce reports based on the default 24/7 calendar or define your own business calendars with custom workdays and working hours.

Also add system or custom fields as columns to your report and customize the view format of durations.

All data can be exported as XLS, XLSX, CSV.

Emre Toptancı

OBSS

[Zoryana Bohutska _SaaSJet_]

Hi @Per-Åge Themte 

Time in Status for Jira Cloud" by SaaSJet will help display the time in status for each phase in a workflow. It allows to generate reports of how long issues stood in a specific status. Also, it helps you to monitor time team members are spending on a request (using the Jira's filter options to select a particular user).

App SLA Time and Report will help you create and track your SLAs for issues in Jira Cloud.

Hope, it will be useful to you.

[jira guy]

You might get better SLA reports from JIRA service desk. You would have to buy the add-on license based on your entire JIRA license.

[Per-Åge Themte]

Yeah, you're probably right, but as we do both support on several systems/DB's and a whole lot of change orders and projects, we concluded that Jira software was the best fit

[Alan Tan]

I have exactly the same need but have not found a solution yet